FNB *****ing my money

Fnb is *****ing my money. I purchased something online then decided against it and requested a refund the merchant refunded into my account. But the funds didn't become available to me FNB bankers just say the money shows as refunded I must have used it. After investigation from my side I found the money under outstanding transactions but it's not showing under the section showing pending transactions and no-one can help me after being transfered from one to another to another and an hour on the phone Khanyisa Khosa at 3D-online secure who Kabelo said would be able to help me told me she will escalate the situation 2 weeks later and still my money is floating in the air.